Salesforce
CRT-261 · Question #177
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new…
The correct answer is B. Agent utilization D. Schedule adherence. See the full explanation below for the reasoning.
Question
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
Options
- ANumber of calls offered
- BAgent utilization
- CQuality monitoring score
- DSchedule adherence
How the community answered
(18 responses)- A11% (2)
- B83% (15)
- C6% (1)
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